Ronni Marshak
Ronni Marshak
Patricia Seybold Group
Ronni Marshak co-developed Patricia Seybold Group's Customer Scenario® Mapping (CSM) methodology with Patricia Seybold and PSGroup's customers. She runs the CSM methodology practice, including training, certification, and licensing. She identifies, codifies, and updates the recurring patterns in customers' ideal scenarios, customers' moments of truth, and customer metrics that she discovers across hundreds of customer co-design sessions.
Local Motors: Forging a Customer Ecosystem to Transform the Automobile Industry
Patty Seybold poses a question: Can you transform an industry from the outside? That's what Local Motors has been doing since 2007 with its...
Can a Customer Ecosystem Approach Bring Families Together?
When I read Patty Seybold's fascinating take on how Local Motors is transforming the automobile industry, I was taken with her mention that father-and-son...
Managing the Web Experience You Offer
Our resident e-marketing and merchandising guru, Sue Aldrich, offers practical advice on how to manage your web experience (which includes mobile, kiosk, or any...
Using Daily Deals to Encourage Donations
Regular readers know that I am a Groupon/Living Social/Tippr/KGB Deals/Amazon Deals/Boston Deals/etc. groupie. I spend at least a half hour each day looking through...
Managing My Home Stuff: New Program from Lowes
Last week, after a long day of research and writing my customer experience audit on Mint.com, an independent site for managing all your personal...
Accepting Customer Feedback in the Right Way
The last time I was flying JetBlue (which I do often), there weren't any Extra Leg Room seats available. Usually I secure one of...
Why It’s Getting Easier to Deliver a Seamless Customer Experience
For over a decade, customer experience execs and IT execs have been at loggerheads over the seemingly insurmountable task of transforming and redesigning the...
Customer for Life
I live in a student mecca in Boston. Many of the local businesses cater to the college student crowd, including local restaurants, clubs, clothing...
Why Customer & Partner Advocates Should Be Joined at the Hip
Most truly customer-centric companies have people whose jobs it is to deeply understand one or more customer segments and to advocate for that group...
In Bad Economic Times, Being There for Your Customers Is Even More Important
With the dismal financial news that has hit us over the past few days, I'm worried. I thought I was doing well with my...
Committing to a Customer-Centric Focus Requires an Implementable Strategy
As I interact with providers, both as an individual consumer and as a business customer, I'm delighted with the improvement in the customer experience...
Pivoting Your Business Model Based on Customer Feedback
Koko Fit Clubs are the health center franchisees of the Koko Fitness cardio and strength training system whose creation is the subject of this...
Assumptions about Customers Can Make an “Ass” of “U” and “Me”
For over 20 years, Patty Seybold and I have been helping organizations co-design their future with their customers. And the insights, priorities, and recommendations...
Please Tell Dell: Getting Great Support Shouldn’t Be a Matter of Luck!
I recently experienced a busy mobile professional's worst nightmare—starting up my laptop to be confronted by the "blue screen of death!" My inconsistent and...
UX and CX: Under-Empowered, Under-Valued, but Oh, So Important!
For a number of years now, companies have been adding execs with Customer Experience in their titles. But only the most savvy, customer-centric organizations...
Facebook Enters the Crowded Daily Deal Market
As I confessed in my article, "Confessions of a Groupon Addict," I am addicted to Groupon deals…and Social Living, Tippr, Level-up, Daily Deal, etc....
Adobe: Marketing Is the “New Finance”
Adobe's many tools are well understood and valued by both graphic designers and software developers. Now, Adobe is making a major move "up market"...
What Tools Are You Using to Fix Problematic Customer Issues?
We often focus on the big customer experience issues—how to build a great Web site, overall presentation of information, streamlining major customer applications. But...
Empowering CSRs Saves Sales and Turns Customers into Fans!
I have been on the CSR empowerment bandwagon for years now. In most of my writing on customer support and customer experience, I strongly...
Treating Former Customers Rudely
Sling Media Refuses to Answer Simple Questions about Their Product Trying to Connect My Slingbox to a New TV About three years ago, I purchased…